On competing luxury brands, such as Genesis and Lincoln, mimicking Lexus customer care programs
We were founded on customer care, and have been the industry leaders. We've finished No. 1 on the J.D. Power Customer Service Index 17 out of 27 years. There has always been that pressure to stay ahead of the competition.
However, if there is any pressure to develop new initiatives to improve the guest experience, it doesn't come from the competition and we don't look at the competition. It very much comes from within and from our retail partners.
We pride ourselves on the strong relationship we have with the dealer body and how we work together.
On what makes Lex-us service consistently among the industry's highest rated
Our dealer teams are the ones on the front lines every day. We've worked very hard over the history of the brand to develop and create a very strong culture of dialogue with our dealers, to make sure we hear and understand what we at Lexus should be focusing on and prioritizing.
You see some of that reflected in [the fact] that we are continually at the top of the NADA dealer attitude survey.
On how consumers are getting accustomed to doing more business online
Making things transparent, easier to consume online, is definitely one way we are looking to improve, whether it is on the sales side or on the fixed ops side.
We are looking to integrate our service drives with more technology, to save our customers' time and build more transparency.
On customer retention
It's the nature of the industry that with so much competition from independent repair facilities, people are people and they are going to explore all their options. But we are very proud of our service retention efforts, especially after the warranty period.
When we look at our latest seven-year (units in operation) vehicles that are in their fifth, sixth, and seventh year of ownership, we maintain 60 percent service retention. That speaks to the experience our dealers provide and the value our owners see in coming back to Lexus dealers for service.